Complaints

This is the CTU process for dealing with complaints about the conduct or performance of a CTU trainer.

Such a complaint may be from any source, including course participants.

1. Complaints

Complaints should be in writing and signed by the complainant. All complaints (whether verbal or written) received by staff of ACC or the CTU should be referred, in the first instance, to the CTU Health and Safety Team Manager (or the CTU Secretary if Team Manager is unavailable) who will advise the complainant of our requirements that the complaint be formalised in writing, should contain sufficient information to identify the date, venue, matters complained of, and the name of the trainer who is the subject of the complaint. Care should be taken at this point to clarify that the complaint is against the trainer and not a complaint about venue, course content or other matter beyond the trainer’s control and responsibility.

2. Process for complaints

1. Complaints which are confirmed in writing as above (‘confirmed complaints”) will then be referred to the CTU Secretary and Training Advisor, and sent to the Trainer who is the subject of the complaint.

2. Trainers will respond in writing to confirmed complaints within 14 days of receiving the complaint (which will where possible be emailed).

3. The confirmed complaint and the trainer’s response will then be considered by the CTU Health and Safety Team Manager, and the CTU Secretary, and the Training Advisor (“the complaints committee”) .The advice from the CTU Training Advisor may include a recommendation regarding further training of the Trainer if this is identified as an issue.

4. Further information from the complainant, the trainer, or any other person may be sought.

5. After considering all relevant information available the complaints committee will prepare a draft report which will be provided to the trainer affected before any decision or finding is made.

6. The complaints committee will provide the final report which may include recommendations.

7. The CTU Health and Safety Team Manager will reply to trainer and complainant.

17/06/2010